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Warranty, Withdrawal & Return Policy – FactoryDirectNG

Effective Date: October 2, 2026

Website: factorydirectng.com

At FactoryDirectNG, we are committed to supplying high-quality electronics, appliances, and smart gadgets directly to our customers. To ensure a safe and transparent shopping experience, please review our Warranty Terms, Order Withdrawal Policy, and Emergency Contact channels below.

1. Warranty Coverage & Terms

1.1 Scope of Coverage

All eligible electronics and appliances purchased on factorydirectng.com come with a warranty covering manufacturing defects in materials and workmanship under normal use.

  • Manufacturer Warranty: Products supplied with official manufacturer warranties (e.g., Samsung, Hisense, LG, Oraimo) are governed by the respective manufacturer’s official repair/replacement guidelines and service center policies.
  • FactoryDirectNG Limited Warranty: Products without an active external manufacturer coverage carry a 7-Day Direct Inspection & Replacement Window from the date of delivery.

1.2 What Is Covered

  • Internal hardware or mechanical failures not caused by external damage.
  • Functional defects present at the time of unboxing or occurring under normal, recommended usage.

1.3 What Is Excluded (Voided Warranty)

The warranty does not cover:

  • Physical damage, cracks, dents, liquid/water intrusion, or fire damage.
  • Damages caused by power fluctuations, electrical surges, improper voltage, or generator spikes.
  • Software glitches, unauthorized firmware updates, rooting, or operating system modifications.
  • Normal wear and tear, cosmetic degradation, or battery degradation over extended use.
  • Tampering, broken warranty seals, or repairs attempted by non-authorized third-party technicians.

2. Order Cancellations & Withdrawals

2.1 Withdrawal Before Dispatch

You may request to withdraw or cancel an order before it has been dispatched from our fulfillment center or partner warehouse.

  • To cancel an order before dispatch, contact customer support immediately.
  • Approved pre-dispatch cancellations will be processed for a full refund or credit to your original payment method.

2.2 Withdrawal After Dispatch or Delivery

  • If you choose to withdraw or return an item after dispatch or receipt, the item must be unopened, unused, in its original packaging, and with all accessories, user manuals, and seals intact.
  • Requests for withdrawal must be lodged within 48 hours of receiving the order.
  • Logistics Costs: Return shipping costs for non-defective withdrawal requests are the responsibility of the customer. Initial delivery fees are non-refundable.

2.3 Refund & Store Credit Processing

  • Once returned items are received and pass technical inspection at our warehouse, eligible refunds will be processed within 3 to 7 business days.
  • Items showing signs of use, altered packaging, or missing components will not be eligible for withdrawal or refund.

3. How to File a Warranty or Return Claim

  1. Locate Order Details: Prepare your Order Number, Proof of Purchase (Invoice/Receipt), and product serial number.
  2. Document the Issue: Take clear photo or video evidence illustrating the fault or defect.
  3. Submit a Claim: Contact our support team via email or WhatsApp/call with your order details and supporting evidence.
  4. Inspection: Our technical team will review the claim and provide instructions for item pickup or drop-off at a designated service center/warehouse.

4. Escrow & Secure Payment Guarantee via PopPay AI

To eliminate delivery risks and protect both buyers and vendors, FactoryDirectNG utilizes PopPay AI (poppayai.com) for payment verification and order delivery protection:

Dispute & Refund Protection: If the item delivered is incorrect, incomplete, or damaged upon arrival, funds remain protected in PopPay AI while our support team resolves the claim or processes a return.

Proof of Funds & Vendor Assurance: Customers place order funds into secure escrow via PopPay AI prior to dispatch. This guarantees the vendor that funds are secured and available, allowing the vendor to ship the order with confidence.

Inspect & Release Payment: Once your order arrives, you inspect the item to confirm it matches your purchase. After inspection, you simply open the PopPay AI app and click to release the payment directly to the vendor/merchant.

5. Emergency Support & Contact Information

For urgent issues requiring immediate response—such as order cancellation before immediate dispatch, wrong item delivery, or urgent delivery status updates—please contact our emergency line directly:

  • 🚨 Emergency Contact Line: 08088251297 (Call / WhatsApp)
  • 🌐 Website: https://factorydirectng.com
  • 📧 General Support: Support available via our website contact page or official email.

FactoryDirectNG reserves the right to modify or update these terms and conditions at any time without prior notice.